Track closures and Jubilee line suspensions

The request was partially successful.

Dear Sir or Madam,

for the past year we have been putting up with weekend closures of the Jubilee line, with the promise of improvement to service.

On the morning of Friday the 20th of March, during rush hour, part of the Jubilee line was suspended due to a signal failure at Canary Wharf.

The weekend of 21-22 March part of the line was closed for "improvement works".

On Monday the 23rd of March, again during the morning rush hour, the Jubilee line had severe delays due to a signal failure, again, at Canary Wharf.

During both incidents there seemed to be a distinct lack of communication and coordination between members of staff at the stations and between controllers of the Jubilee Line and London Buses controllers, resulting in hundreds of passengers being left stranded at bus stops and tube stations in both directions, with no means to continue their journeys, while buses were going back and forth randomly altering their routes and just "dumping" passengers en route with no explanation.

As your so called improvement works continue into this year, I would like to request the following information, all in electronic format please:

1) A spreadsheet with all planned track closures for the Jubilee line for the past 365 days, detailing the following information:

i) Dates of closure.

ii) For each date, a summary of the work planned to be carried out during the closure and (if not obvious) the reason(s) why this would warrant suspension of service.

iii) For each date, a summary of the ACTUAL work completed on that date.

iv) For each date, the above (point iii) expressed as an approximate percentage of the worked planned for that date (as per point ii) (i.e. percentage of work actually completed compared to work planned).

2) A spreadsheet of unplanned suspensions of service on the Jubilee line (complete or partial) or incidents involving severe delays, for the past 365 days, detailing the following information:

i) Dates.

ii) Duration of each incident.

iii) Reason for incident.

iv) Person or company responsible for the incident occurring (e.g. they could be responsible due to improper maintenance or operation of a signal).

v) What actions were taken so that the incident would not re-occur.

vi) Number of passengers estimated to have been affected by each incident.

vii) Number of passengers who applied for a ticket refund based on your Customer Charter for each incident.

3) Additionally on point 2 above, for incidents that occurred repeatedly (i.e. more than once in 5 days) please specify why these occurred repeatedly (as the problem should have been fixed in a reliable way in the first instance), who was responsible for this (person or company) and what action was taken to ensure that they would not occur again.

3) Any documents you hold with regards to how the improvement works on the Jubilee line have actually affected (in a positive or negative way) the reliability of the service provided. Please note that I am not interested in the standard marketing documents that you produce as big posters at stations or on your website, but rather any unpublished documents based on actual and measured data and not marketing promises.

4) Any documents outlining policies or memos to your members of staff or any other relevant documents with regards to informing (or not) customers affected by unplanned delays or closures about their rights to request refunds under your Customer Charter.

Please consider this as a request under the Freedom of Information Act 2000, to which you are therefore required by law to respond within 20 days of receipt.

Yours faithfully,

Dave Charter

Transport for London

1 Attachment

Our ref: 1003297339

Date: 19.04.2009

Dear Mr Charter

Thank you for your email received by London Underground. You asked for
information about

track closures for the Jubilee line for the past 365 days, detailing the
following information:

i) Dates of closure.

ii) For each date, a summary of the work planned to be carried out

during the closure and (if not obvious) the reason(s) why this

would warrant suspension of service.

iii) For each date, a summary of the ACTUAL work completed on that

date.

iv) For each date, the above (point iii) expressed as an

approximate percentage of the worked planned for that date (as per

point ii) (i.e. percentage of work actually completed compared to

work planned).

2) A spreadsheet of unplanned suspensions of service on the Jubilee

line (complete or partial) or incidents involving severe delays,

for the past 365 days, detailing the following information:

i) Dates.

ii) Duration of each incident.

iii) Reason for incident.

iv) Person or company responsible for the incident occurring (e.g.

they could be responsible due to improper maintenance or operation

of a signal).

v) What actions were taken so that the incident would not re-occur.

vi) Number of passengers estimated to have been affected by each

incident.

vii) Number of passengers who applied for a ticket refund based on

your Customer Charter for each incident.

3) Additionally on point 2 above, for incidents that occurred

repeatedly (i.e. more than once in 5 days) please specify why these

occurred repeatedly (as the problem should have been fixed in a

reliable way in the first instance), who was responsible for this

(person or company) and what action was taken to ensure that they

would not occur again.

3) Any documents you hold with regards to how the improvement works

on the Jubilee line have actually affected (in a positive or

negative way) the reliability of the service provided. Please note

that I am not interested in the standard marketing documents that

you produce as big posters at stations or on your website, but

rather any unpublished documents based on actual and measured data

and not marketing promises.

4) Any documents outlining policies or memos to your members of

staff or any other relevant documents with regards to informing (or

not) customers affected by unplanned delays or closures about their

rights to request refunds under your Customer Charter.

Your request has been considered under the requirements of the Freedom of
Information Act and I can confirm that TfL does hold the information you
require. Please find this information attached.

If this is not the information you are looking for, or if you are unable
to access it for some reason, please do not hesitate to contact me insert
contact details.

If you are not satisfied with this response, please read the attached
help-sheet entitled ‘Your Right to Appeal’.

Yours sincerely,

Jennifer Ramsay
Customer Service Advisor
Customer Service Centre

Any copyright in the material provided with this response is owned by TfL
or one of its subsidiary companies unless otherwise stated. The disclosure
of information does not give the person or organisation who receives it an
automatic right to re-use it in a way that would infringe copyright (for
example, by making multiple copies, publishing and issuing copies to the
public). Brief extracts of the material may be reproduced under the fair
dealing provisions of the Copyright, Designs and Patents Act 1998
(sections 29 and 30) for the purposes of research for non-commercial
purposes, private study, criticism, review and news reporting.

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To improve our service we would very much like your feedback and we would
be grateful if you would complete our brief, and confidential, Customer
Satisfaction Survey. To access the survey [1]click here

If you wish to contact us with a new or unrelated query or look at our
Frequently Asked Questions, please [2]click here

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References

Visible links
1. http://surveymonkey.com/s.asp?u=32217545...
2. https://custserv.tfl.gov.uk/icss_csip/re...

Your ref: 1003297339
Date: 19.04.2009

Dear Sir or Madam,

if you would be so kind as to READ my actual request ( http://www.whatdotheyknow.com/request/tr... I believe I've broken down to as simple a level as I possibly could, you would see that the document you sent me provides answers to only points 2i, 2ii and 2iii.

Furthermore, you note that:

"If this is not the information you are looking for, or if you are unable to access it for some reason, please do not hesitate to contact me insert contact details."

I am afraid I cannot contact you "insert contact details", as I do not know how to contact "insert contact details".

I am sorry that you believe the document you sent me provides answers to all of my questions, but I am afraid I cannot accept this as such and therefore need to ask you to consider this as a request for an internal review of the matter - I believe it should be clear why.

At least now I'm starting to get an idea why the Jubilee line is (not) running like it is (not).

Yours sincerely,

Dave Charter

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Transport for London

****** THIS IS AN AUTOMATED RESPONSE FROM LONDON UNDERGROUND'S CUSTOMER
SERVICE CENTRE - PLEASE DO NOT REPLY ******

Thank you for your comments. Your email has been successfully delivered.

We will deal with this matter as quickly as we can and aim to send you a
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Depending on the nature of the matter however, it may take longer than 10
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Transport for London

Our ref: 1003297339

Date: 07.05.2009

Dear Mr Charter

Thank you for your email.

I am sorry that the response you received from my team was incomplete and
did not meet the standards I expect.

I have obtained the information you are looking for and I am in the
process of collating this for you.

In the mean time if you wish to speak to me you can contact me directly on
07809 492 143.

Yours sincerely,

Shirley Xavier
Customer Service Manager
Customer Service Centre

If you wish to reply directly to this email, please click on the reply
button on your toolbar. Please do not alter or delete the subject line as
this will result in your email not being delivered.

To improve our service we would very much like your feedback and we would
be grateful if you would complete our brief, and confidential, Customer
Satisfaction Survey. To access the survey [1]click here

If you wish to contact us with a new or unrelated query or look at our
Frequently Asked Questions, please [2]click here

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Original Text

From: [FOI #9796 email]
To: [email address] <[email address]>
CC:
Sent: 19.04.09 19:56:52
Subject: Internal review of Freedom of Information request - Track
closures and Jubilee line suspensions

Your ref: 1003297339 Date: 19.04.2009

Dear Sir or Madam,

if you would be so kind as to READ my actual request (
http://www.whatdotheyknow.com/request/tr...
I believe I've broken down to as simple a level as I possibly
could, you would see that the document you sent me provides answers
to only points 2i, 2ii and 2iii.

Furthermore, you note that:

"If this is not the information you are looking for, or if you are
unable to access it for some reason, please do not hesitate to
contact me insert contact details."

I am afraid I cannot contact you "insert contact details", as I do
not know how to contact "insert contact details".

I am sorry that you believe the document you sent me provides
answers to all of my questions, but I am afraid I cannot accept
this as such and therefore need to ask you to consider this as a
request for an internal review of the matter - I believe it should
be clear why.

At least now I'm starting to get an idea why the Jubilee line is
(not) running like it is (not).

Yours sincerely,

Dave Charter

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NOT DELETE.............................

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Transport for London

2 Attachments

Our ref: 1003297339

Date: 16.06.2009

Dear Mr Charter

Thank you for your email regarding services on the Jubilee line. Having
looked at our records, I cannot find a copy of the final response sent to
you and for this reason I am resending the data requested.

Question 1

I have attached a spreadsheet indicated as Question 1 to this email - this
provides details of all planned track closures.

You also asked for details of work planned and work actually completed.
As you may know the maintenance work on the Jubilee line is managed by
TubeLines as a private company they are not required to provide
information under the terms of the Freedom of Information Act. Unless
the information is held on behalf of London Underground in this case they
hold information on work completed and work to be completed for their own
purposes in terms of managing the contract with us which has a completion
date of the end of this year.

Question 2 & 3

I have attached a spreadsheet indicated as Question 2 to this email - this
provides details of unplanned suspensions over 15 minutes (we do not
record delays below 15 minutes.

For point 2vi where you asked for details of ticket refunds based on these
on unplanned suspensions. The customer charter scheme is not based on
incident that caused the customer's delay and for this reason - we do not
hold the data to answer this question.

Points iv, v and question 3

We are currently in the midst of an upgrade on the Jubilee line, which
will bring many benefits to the line. The improvements include a new
state-of-the-art signalling system, renewed track and upgraded trains.
Once completed in December 2009, we will be able to increase capacity by a
much needed 33%, which will boost the frequency of services enabling us
eventually to run a train every 2 minutes – as well as improving the
overall reliability of the line.

I appreciate the disruption weekend works cause and we do carry out as
much work as we can during the limited time we have available in overnight
engineering hours. However, the massive scale of the work means that Tube
Lines, the contractors responsible for undertaking the work, do need
longer, uninterrupted periods in order to fully implement and test the
upgrade and this is why we need to suspend parts of the line at weekends.
Without these planned closures upgrading a line would take many years and
we would not be able to deliver the benefits within the timeframe
needed.

Whilst I appreciate the disruption these works cause, the work we are
doing now will ensure we are able improve the service on the Jubilee line
in the long term.

Question 4

Whilst we do have a policy or memos that I can send you regarding a policy
of informing customers affected by unplanned delays and closures about
their right to request refunds under customer charter. We do advertise
this via our website and staff within the Customer Service Centre provide
this information by phone, email and letter.

I do hope the above information is useful however if you still need
further information please contact me on 0845 3309880.

Yours sincerely,

Shirley Xavier
Customer Service Centre

If you wish to reply directly to this email, please click on the reply
button on your toolbar. Please do not alter or delete the subject line as
this will result in your email not being delivered.

To improve our service we would very much like your feedback and we would
be grateful if you would complete our brief, and confidential, Customer
Satisfaction Survey. To access the survey [1]click here

If you wish to contact us with a new or unrelated query or look at our
Frequently Asked Questions, please [2]click here

DO NOT DELETE.............................
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DO NOT DELETE.............................

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